Narayan AmmachchiAlorica has decided to double down on its call center in Joplin, Missouri, adding another 400 employees to its payroll.
The decision is an apparent bid to capitalize on the growing demand for customer care services in the American state with its booming manufacturing industry.
The Joplin call center was run by NCO Group, a BPO offshoot of Expert Global Solutions (EGS), which Alorica acquired in June 2016. This acquisition doubled the size of Alorica, with as many as 52,000 EGS staff joining it in the United States alone.
All of the new jobs are full-time positions eligible for benefits, reported Joplinglobe, citing Jacob Kramer, a senior director at Alorica. Officials from Joplin Area Chamber of Commerce are reportedly discussing ways of creating jobs for military veterans at the center.
The Joplin office will provide some back-office support and call center services to the company’s clients in healthcare and technology.
“How we serve our customers isn’t just contact centers anymore,” Kramer said. “The market and how people communicate has evolved.”
The company provides customer care services through just about every channel, including voice, mobile, chat, social media, and video.
One of the largest customer service providers globally, Alorica has more than 100,000 employees in 150 locations across 16 countries.
The BPO provider is expanding operations in the Caribbean as well, with reports confirming that it reserved office space in a new technology park under construction in the Jamaican city of Kingston.
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